Customer Service Representative (Hybrid-Remote)

As a customer support representative in a hybrid role, you are a crucial part of the team. You will drive consumer loyalty for the business through exceptional customer service, warranty support, pre-purchase support, technical support, and issue resolution. This role will portray a positive image for the company by providing superior customer service, accurately addressing all customer inquiries professionally and courteously, and acting as a customer advocate to continually improve customer satisfaction.

This position offers a flexible remote work arrangement, with occasional on-site visits as needed based on the role. Whether you're working remotely or collaborating in person, we're committed to providing the tools, support, and dynamic environment you need to succeed. To apply, please send your resume to [email protected].

Perks & Benefits

• Weekly paychecks
• Direct Deposit or Cash Card pay options
• Medical / Dental Insurance
• $19.50/hour

Employment Type & Shifts

• Full Time
• Temp to Hire
• Temporary or Contract
• 1st Shift

Job Responsibilities

• Provide positive customer experiences to help troubleshoot basic technical problems primarily through verbal communication over the phone, both inbound and outbound. May also need to provide support via our digital channels as needed.
• Assist customers in troubleshooting issues with our products and ensure a resolution or suitable next steps. Escalate or seek guidance from internal resources or SME's as needed.
• Guide customers through how-to-related inquiries such as installation, app setup, product registration, etc.
• Be the voice of the customer by communicating case drivers and known issues to internal stakeholders, ensuring a swift resolution.
• Build trust through complete follow-through on customer commitments.
• Learn, develop, and maintain product knowledge of mechanical and electronic consumer products and components.
• Level up through continued education and gaining knowledge of more complex troubleshooting scenarios and advanced products such as integrated locks.
• Participate in ongoing training and development to enhance product knowledge and customer service skills.
• Develop a working knowledge of all reference material, such as product catalogs, manuals, instruction sheets/templates, and price books.
• Adhere to processes and maintain a high quality of performance.
• Participate in team activities and engage with fellow team members positively and respectfully.
• Meet set goals and metric expectations consistently.
• Support the company's values and mission to create a customer-centric culture.
• Minimum 1 year of customer service experience preferred.
• An HS Diploma or GED is required; an associate's degree is preferred.
• Ability to type 55 wpm, corrected speed.
• 1+ years' experience handling high-volume inquiries.
• Strong written and verbal communication skills, with proper grammar and punctuation knowledge.
• Knowledge of and the ability to perform basic computer skills.
• Working knowledge of PC-based software applications (Microsoft Office; Outlook, Word, Excel) & basic web applications.
• Experience with Zendesk/ Five 9 and other CRM systems preferred
• Familiarity with and/or comfort in using smart device applications is preferred.
• Ability to multi-task, prioritize, and manage time efficiently.
• Ability to identify recurring customer issues.
• Ability to develop cross-functional, professional working relationships.
• Available to participate in a 10-week training, Monday to Friday, 8:30 AM - 5:00 PM CST - ONSITE8 IN PERSON TRAINING
• After training, have the availability to work Monday to Friday, 10 am-6:30 PM EST. May need to work weekends or holidays as needed.
• Bilingual in Spanish and/or French is an asset.

Associate Requirements

• HS Diploma or GED
• Background Check
• Drug Test
• Must be at least 18 years old

The hourly rate for this position is anticipated between $19.50 - $19.50 per hour. This range is a good-faith estimate, based on the shift you work and other considerations permitted by law. An employee's pay history will not be a contributing factor where prohibited by local law. In addition to monetary compensation, we offer medical, dental, vision, life, and more. More details about benefits can be found at https://flimp.live/trueblueassociates#home.

Staff Management | SMX is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, sexual orientation, age, gender identification, protected veteran status, or any other characteristic protected by law. We consider qualified applicants with arrest and conviction records in accordance with applicable law. Accommodations are available on request for candidates taking part in the selection process. If you require disability-related accommodation during the recruitment process, please contact your Recruiter or Employee Relations at [email protected] or 1-800-610-8920. TrueBlue, Inc. and its brands will consult with all applicants who request disability-related accommodation during the recruitment process to ensure that the accommodation provided takes into account the applicant's individual accessibility needs.